Value is the functional embodiment of product quality in price, and shoddy products and services will shut customers out. Because customers feel that the feelings they get from products and services are inferior and lack value-added feelings, they are lost.
(2) The service system is incomplete and missing.
Service system is the process of delivering products and services to customers. When customers come to your beauty salon to receive services, they will face many links, such as the location of the beauty salon, whether it is convenient for customers to come, whether there is a parking space, whether the telephone reservation is smooth, whether the customer's consumption data is completely preserved, whether the services provided during busy hours are the same, and whether the treatment of new customers and old customers is consistent. Therefore, we believe that the service system is the key to good operation, and our problems are often in all aspects. Therefore, to do a systematic job, we must carry out scientific design and actively provide appropriate training for employees.
(3) Staff turnover caused by poor service performance.
Losses caused by personnel often stem from communication problems, and employees who can't communicate effectively can easily cause customers' anger. Common examples of employee turnover include:
Don't greet customers or smile; Passing inaccurate information or lacking due product knowledge; Chatting with other employees or answering the phone, thus ignoring the concern for customers; A reckless or indifferent attitude; Difficult sales promotion; Inappropriate, unsanitary or too casual appearance and decoration; Language communication that makes customers feel unhappy. Generally, these situations are unconscious. Mainly because employees can't communicate effectively with guests, therefore, learning and understanding communication methods is an urgent training course for beauticians.
1. products: the focus of consumers' pursuit and attention. Early customers trusted beauty salons through products. After the beauty salon became famous in the later period, customers trusted the products through the beauty salon. This change requires beauty salons to pay attention to quality, especially for new stores and new customers.
2. Service: the embodiment of the added value of beauty salons. Some non-technical prices can impress customers with services, and the characteristics of services should be institutionalized, standardized and standardized. Let customers have the feeling of God, and with the feeling of value, we can retain customers.
3. occupation: an unprofessional beauty salon can't give people a sense of trust. Specialty is the embodiment of beauty efficacy, and it is a sign that your beauty salon is different from other beauty salons. It shows that specialty can retain customers for a long time and make beauty salons develop for a long time.
4. Hairdresser: It is the spiritual mentor of customers and the external window of beauty salons. Many news is conveyed from their mouths. Their work determines whether the old customers can stay. Cultivate their six minds and two natures, which means: confidence, perseverance, patience, love, dedication, responsibility, initiative and tenacity.
5. Members: Cultivating members, especially those with high loyalty, is a treasure for the bottom-up development of beauty salons. Members can have a member address book, regular activities, beauty lecture salons, and free consultation several times a year. Members can feel at home and become a small social group, providing members with comprehensive packages.
6. Promotion: continuous promotion activities. Promotion is the magic weapon to promote sales. We strive to find some new ways and means to promote sales and give members more benefits and surprises.
7. Activities: Activity promotion is the trend of beauty salon promotion, and it is a treasure trove of rapidly improving performance. Topics can range from skin care that consumers love to women's families, from financial investment, self-image design, quick makeup, women and sex to fate, feng shui and easy dreams. Invite experts to give lectures to promote sales, and at the same time add humor, jokes and sketches to activate the atmosphere and enhance communication.
8. Public relations: Public relations is also a good way to promote sales. Public relations is mainly aimed at regional trade associations, such as American Association, media that may cover regional consumers, influential agents, assured beauty salons and other medals or banners. In this way, we can expand our influence and popularity. Visiting personal service regularly is also a kind of public relations for important guests.